We performed a comparison between BMC Helix ITSM and Freshservice based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features of BMC Helix ITSM are the ease to use and integration."
"It's one of the top solutions on the market for ITSM capabilities."
"In general, for incident management, it's okay."
"We find the incident management module the best. The reporting part is also useful. We use a feature called smart reporting, and it is very beneficial for us."
"The Helix chatbot is helpful, and we can use its workflow features to automate some of the use cases for our clients."
"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"Reports have helped us to improve our IT processes. The main benefit is providing the right information to our decision makers."
"The most valuable feature for our customers using BMC Helix ITSM is change management."
"Ability to scan barcodes and a great search feature."
"It is a stable solution. My company hasn't faced any problems with the solution."
"You can just register and within five to minute minutes, you are ready to go."
"Freshservice has automated a lot of our tasks, including ticket responses and call assignments, which has sped up our operations considerably."
"Its ease of use is fantastic. It is just above and beyond, especially when you compare it to something like Cherwell, Salesforce, or anything like that. It is on its own level. It is so easy to administer. The way everything is organized and the way it builds its own documentation is very good."
"There is a nice user interface."
"It allowed the development team to concentrate on the client’s requirements instead."
"Freshservice's best feature is its user-friendliness."
"The interface is somewhat dated as compared to technologies in use today."
"Support could be more skilled. We are wasting too much of our time debugging."
"Maybe the upgrade process and the release between environments should to be more transparent for anyone to execute it."
"The documentation could improve in BMC Helix ITSM."
"Adding additional fields does not work very well."
"In the next release, I would like to see AI used for classification or categorization."
"To raise any ticket, there are too many fields to be filled and it makes generating tickets very time-consuming."
"The interface is one major complaint about this product."
"Some of the ways that tasks are reported on and shown can be better. You can't see tasks in your regular ticket list view. You can't see a combo view of tasks and tickets. It is a little bit difficult to get a solid overview of your list of things to do. You can only see them in separate views, instead of one single view."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"Not integrated with Google."
"Freshservice's technical support has issues with delays and translations."
"The round robin ticketing feature that they have is not ideal."
"I would suggest that Freshservice enhance its technical capabilities, particularly when it comes to ICT network discovery."
"We'd like better integration with other products."
"It's hard to interact directly with the users themselves."
BMC Helix ITSM is ranked 3rd in Help Desk Software with 75 reviews while Freshservice is ranked 5th in Help Desk Software with 29 reviews. BMC Helix ITSM is rated 8.0, while Freshservice is rated 8.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and TOPdesk, whereas Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ServiceNow IT Operations Management. See our BMC Helix ITSM vs. Freshservice report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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